CCAC Provincial Boundary Map


To find your local region, please enter your postal code


ESC CCAC Putting Patients First

​​Chatham, ON – Patient and Family Centred Care is quickly becoming an important philosophy and expectation across Ontario’s health care system.

​The Erie St. Clair Community Care Access Centre (CCAC) has been focusing on Patient and Family Centred Care for nearly two years. The CCAC is fully engaging patients in their care journey and including the patient perspective in organizational decision-making.

“In 2015, we became the first CCAC in the province to fully adopt the Institute for Patient and Family Centred Care framework and since that time, we have added about 30 Patient Advisors,” said CEO Lori Marshall. “These volunteers are past patients or family members who help us see things through the patient lens.”

Patient Advisors sit on internal councils, committees and working groups and provide valuable input that is considered in making decisions about CCAC programs and services. As well, Patient Advisors are involved in the hiring process; conducting telephone screening with candidates and attending in-person interviews. They also take part in orientation sessions for new staff and represent the CCAC at public events.

While the Erie St. Clair CCAC serves over 39,000 patients and has a 94.3% Patient Satisfaction rate, the Patient and Family Centred Care department is working to ensure any issues with the care provided through the CCAC are being addressed.

“Our PFCC team engaged with 350 patients over the last year,” said Marshall. “Patients are our top priority and by working with anyone who isn’t completely satisfied with CCAC services, we are building a stronger home and community care system for everyone.”

The Patients First Act (Bill 210) was recently tabled in the Ontario Legislature and if enacted, it calls for each of the province’s 14 Local Health Integration Networks (LHIN) to create patient and family advisory committees.

“We are thrilled that the Ministry is including patient-centred care in its proposed vision for the future of the province’s health care system,” said Marshall. “We believe our CCAC has set a strong example by voluntarily creating our own Patient and Family Centred Care Council and employing a Patient Relations Specialist. The fact that the Ministry is showing support for these types of groups and positions across the province is good news for all patients.” 

For more information on Patient and Family Centred Care, visit



About The Erie St. Clair Community Care Access Centre (CCAC)

The Erie St. Clair CCAC is dedicated to enhancing the health, quality of life and independence of individuals in our communities by offering a single point of access to home and community services. Serving over 39,000 patients across the region annually, we assist patients in making informed choices about health care options and we work to ensure that the right care is available at the right time and place. To access our services, call 1-888-447-4468 or go to Also, visit the for information on health and social services in your community.


For more information, please contact:

Dave Richie

Lead, Communications & Public Affairs

Erie St. Clair Community Care Access Centre

Tel: 1-888-310-8881 x. 7230

About the CCAC

Community Care Access Centres (CCACs) connect people across Ontario with quality in‐home and community‐based health care. CCACs provide information, access to qualified care providers and community‐based services to help people come home from hospital or live independently at home.